碩士 / 佛光大學 / 管理學系 / 100 / The recreational requirement tends to be more and more important in Taiwan. To travel to the hot spring areas has been taken as a vogue in recent years. To attract more customers, the hotels located in the hot spring areas always create brand new recreational products and services. The customer is the sole evaluator of the service quality. Therefore, the hot spring hotel owner should understand the customer’s requirements and the level of their importance. Try to improve service quality by limited sources and make best solution. The service quality is difficult to be evaluated. It also tends to be effected by customers’ subjective perspective. Thus, this study is based on the service quality dimensions of Parasuraman et al. (1988), amended LODGSERV scale to increase hot spring hotel’s specific characteristics, then develop 26 items which are suitable to be used when hot spring hotel owners to evaluate their service quality. The study combines Kano Two-Dimension Model and Refined Kano’s Model. To analyze and compile quality requirements by using functional and dysfunctional questions in the kano questionnair. By categorization, the hot spring hotel owner can utilize different solution to satisfy different customer’s requirement. To create the best customer’s satisfaction, this methodology can help the policy makers to make their important service quality improvement policy under limited resources. The study result shows that from customer’s viewpoint, the top 5 important service quality factors are clean, safe hot spring water, trustworthy and correct clerk service, well-operated equipment and accommodation, friendly and courteous reception, and hotel accommodates with parking space. Besides, the high attractive service quality factor is accommodating hot spring big bathtub in guest room. This factor is also deemed a distinguished difference to attract more customers than other competitors. Thus, the study provides data as reference for hot spring hotel owners provide precise service that the customer is really required in order to satisfy the customer. It can be the basis to improve service quality and to raise customer’s satisfaction as well.
| Identifer | oai:union.ndltd.org:TW/100FGU05583017 |
| Date | January 2012 |
| Creators | Chen-Pi-Ling, 陳碧玲 |
| Contributors | 李銘章 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 98 |
Page generated in 0.0084 seconds